SlideShare a Scribd company logo
of marketers say they have
a holistic understanding of
their consumers
80%
of marketers say they have
a holistic understanding of
their consumers
80% of consumers say the
communications from their
favorite brand are relevant
35%
HOW TO SPOT AN
EMPATHY GAP IN
YOUR BUSINESS
AN EMPATHY GAP EXISTS…
When you see clever segmentation valued over insight.
AN EMPATHY GAP EXISTS…
When there are too many zeros
AN EMPATHY GAP EXISTS…
When quantitative data reigns supreme
(CLEVER SEGMENTATION)
Personalize Over
Empathize
MIND THE GAP…
(TOO MANY ZEROS)
Scope
Neglect
(CHART JUNK)
Quantitative Industrial
Complex
FROM STRATEGY DOCUMENTS
TO TESTABLE HYPOTHESIS
01
MATT MULLENWEG
Usage is like oxygen for ideas. You can never fully
anticipate how an audience is going to react to
something you’ve created until it’s out there. That
means every moment you’re working on something
without it being in the public it’s actually dying,
deprived of the oxygen of the real world.
W O R D P R E S S F O U N D E R
“
”
D E S C R I B E T H E M O S T M E M O R A B L E
V O L U N T E E R E X P E R I E N C E Y O U ’ V E
H A D W I T H I N T H E L A S T F I V E Y E A R S
“
”
Describe the most memorable volunteer experience
you’ve had within the last five years
“
”
Describe the most memorable volunteer experience
you’ve had within the last five years
“
”
I do not get to do much with raising 5 kids
and on a tight budget
F E M A L E , 3 5 –4 0 , U S - S O U T H - L A - L A FAY E T T E
“
”
Thermal Belt Outreach Ministry they are
always there to help and treat you like royalty
F E M A L E , 5 5 –6 4 , U S - S O U T H - S C - L E X I N G T O N
“
”
M A L E , 2 5 –3 4 , U S - M I D W E S T- I N - P LY M O U T H
Took a dump in a park“ ”
Took a dump in a park
M A L E , 2 5 –3 4 , U S - M I D W E S T- I N - P LY M O U T H
“ ”
FROM WHAT WHAT TO
HOW PEOPLE SEARCH
02
GAME OF THRONES
S E A R C H V O L U M E 2 0 1 2 –2017
GAME OF THRONES
S E A R C H V O L U M E 2 0 1 2 –2017
“Insight”  The Show is On
FROM WATCHING
AND LEARNING
03
UNDERSTAND THE
CUSTOMER’S JOB
TO BE DONE
04
T H I N K I N G S E E I N G
D O I N GF E E L I N G
IGNORE THE
VOCAL MINORITY
05
TALK TO PEOPLE
06
Good inventors and designers deeply understand
their customer. They spend tremendous energy
developing that intuition.
They study and understand many anecdotes rather
than only the averages you’ll find on surveys.
J E F F B E Z O S ’ S H A R E H O L D E R L E T T E R F R O M 2 0 1 7
“
”
THANK YOU
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights
John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights

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John Stauffer - Closing the Empathy Gap: Six Ways to Develop Better Consumer Insights

  • 1.
  • 2.
  • 3. of marketers say they have a holistic understanding of their consumers 80%
  • 4. of marketers say they have a holistic understanding of their consumers 80% of consumers say the communications from their favorite brand are relevant 35%
  • 5. HOW TO SPOT AN EMPATHY GAP IN YOUR BUSINESS
  • 6. AN EMPATHY GAP EXISTS… When you see clever segmentation valued over insight.
  • 7.
  • 8. AN EMPATHY GAP EXISTS… When there are too many zeros
  • 9.
  • 10. AN EMPATHY GAP EXISTS… When quantitative data reigns supreme
  • 11.
  • 12. (CLEVER SEGMENTATION) Personalize Over Empathize MIND THE GAP… (TOO MANY ZEROS) Scope Neglect (CHART JUNK) Quantitative Industrial Complex
  • 13. FROM STRATEGY DOCUMENTS TO TESTABLE HYPOTHESIS 01
  • 14. MATT MULLENWEG Usage is like oxygen for ideas. You can never fully anticipate how an audience is going to react to something you’ve created until it’s out there. That means every moment you’re working on something without it being in the public it’s actually dying, deprived of the oxygen of the real world. W O R D P R E S S F O U N D E R “ ”
  • 15.
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  • 18. D E S C R I B E T H E M O S T M E M O R A B L E V O L U N T E E R E X P E R I E N C E Y O U ’ V E H A D W I T H I N T H E L A S T F I V E Y E A R S “ ”
  • 19. Describe the most memorable volunteer experience you’ve had within the last five years “ ”
  • 20. Describe the most memorable volunteer experience you’ve had within the last five years “ ”
  • 21. I do not get to do much with raising 5 kids and on a tight budget F E M A L E , 3 5 –4 0 , U S - S O U T H - L A - L A FAY E T T E “ ”
  • 22. Thermal Belt Outreach Ministry they are always there to help and treat you like royalty F E M A L E , 5 5 –6 4 , U S - S O U T H - S C - L E X I N G T O N “ ”
  • 23. M A L E , 2 5 –3 4 , U S - M I D W E S T- I N - P LY M O U T H Took a dump in a park“ ”
  • 24. Took a dump in a park M A L E , 2 5 –3 4 , U S - M I D W E S T- I N - P LY M O U T H “ ”
  • 25. FROM WHAT WHAT TO HOW PEOPLE SEARCH 02
  • 26. GAME OF THRONES S E A R C H V O L U M E 2 0 1 2 –2017
  • 27. GAME OF THRONES S E A R C H V O L U M E 2 0 1 2 –2017 “Insight”  The Show is On
  • 28.
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  • 36.
  • 37.
  • 39.
  • 40. T H I N K I N G S E E I N G D O I N GF E E L I N G
  • 42.
  • 43.
  • 44.
  • 46. Good inventors and designers deeply understand their customer. They spend tremendous energy developing that intuition. They study and understand many anecdotes rather than only the averages you’ll find on surveys. J E F F B E Z O S ’ S H A R E H O L D E R L E T T E R F R O M 2 0 1 7 “ ”